**Effective Date: February 2026**
At Madevia, we stand behind the quality of our products. This Returns & Refund Policy outlines the terms and procedures for returning products and requesting refunds.
**Please read this policy carefully before making a purchase.** By placing an order, you agree to these terms.
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## 1. RETURN REQUEST WINDOW
You may request a return within **14 calendar days of delivery** (not shipment date).
**How to Calculate the Deadline:**
- **Delivery Date:** The date shown in carrier tracking as "Delivered"
- **Example:** Package delivered on January 15 → Return request must be submitted by January 29 (14 days later)
**Requests submitted after 14 days:**
- Will be denied (no exceptions)
- No refunds or store credit will be issued
**Why 14 Days?**
- Complies with UK Consumer Rights Act and U.S. state return laws
- Allows sufficient time to test products safely (patch test, scent evaluation)
- Prevents abuse of return policies (e.g., "seasonal borrowing" of products)
---
## 2. RETURN ELIGIBILITY REQUIREMENTS
To qualify for a return, the product must meet **ALL** of the following conditions:
### A. Unopened & Unused
- The product has **never been opened**
- The contents have **never been used, tested, or poured**
- The product appears **as if it were never handled** (no fingerprints, smudges, or residue)
### B. Safety Seal Intact
- The **manufacturer's tamper-evident seal** on the bottle cap must be:
- **Fully intact** (no tears, cuts, or punctures)
- **Unbroken** (not peeled off, reapplied, or tampered with)
- **Original** (not a replacement seal)
**Why This Matters:**
- **Health & Hygiene Regulations:** Once a seal is broken, the product cannot be resold (FDA cosmetic regulations, state health codes)
- **Contamination Risk:** Essential oils can be contaminated by skin oils, bacteria, or foreign substances
- **Fraud Prevention:** Prevents "product swapping" (buying expensive oil, replacing with cheap oil, returning for refund)
**If the seal is broken, damaged, or missing:**
- The product is **not eligible for return**
- No refunds or store credit will be issued
- No exceptions (even if you claim you "barely used it")
### C. Original Packaging
- The product must be in its **original outer packaging**, including:
- Original box (if applicable)
- Bubble wrap or protective materials
- Product inserts (instructions, COA, etc.)
- Packaging should be **undamaged** (no excessive wear, tape residue, or writing)
**We do NOT require:**
- The original shipping box (you can use any box to return the item)
- Original packing slips or invoices (we can look up your order)
---
## 3. NON-RETURNABLE ITEMS
The following items are **not eligible for return** under any circumstances:
### A. Opened or Used Products
- Any product with a broken, missing, or damaged safety seal
- Any product that has been opened, poured, or applied to skin/surfaces
- Any product showing signs of use (residue on bottle, oil level below fill line, etc.)
**Even if you:**
- Only used "a few drops"
- Claim it was "defective" or "not as described" (without photo evidence within 72 hours)
- Say you "changed your mind after opening"
### B. Sale Items & Promotional Products
- Items marked **"Final Sale," "Clearance," or "Closeout"** on the product page
- Products purchased using **discount codes** of 50% or more (promotional abuse prevention)
- **Free gifts** or **bonus items** included with orders
### C. Gift Cards & Digital Products
- Gift cards (physical or digital)
- E-books, downloadable content, or digital guides
- Online courses or membership subscriptions
### D. Products Damaged by Customer Misuse
- Bottles cracked or broken due to **customer handling** (dropping, freezing, overheating)
- Products stored improperly (exposed to sunlight, extreme heat/cold, moisture)
- Products mixed or diluted by the customer
**How to Identify Customer-Caused Damage:**
- Damage inconsistent with shipping (e.g., only the bottle is cracked, but packaging is intact)
- Evidence of tampering or modification
- Damage reported weeks or months after delivery
### E. Products Past Expiration Date
- If you return a product that has expired **after delivery**, we will not accept it
- Essential oils typically have a **2–3 year shelf life** from manufacture date
- Check the batch number or expiration date on the bottle (if printed)
---
## 4. RETURN AUTHORIZATION (RMA) PROCESS
**IMPORTANT:** All returns require pre-approval. **Do NOT ship items back without authorization** — unauthorized returns will be refused and disposed of.
### Step 1: Submit Return Request
Contact us at **info@madeviacare.com** within **14 days of delivery** with:
- **Subject Line:** "Return Request – Order #[Your Order Number]"
- **Order Number** (found in your order confirmation email)
- **Items to Return** (product name, SKU, quantity)
- **Reason for Return** (choose one):
- Changed my mind / No longer needed
- Product not as described
- Scent not as expected
- Ordered wrong product by mistake
- Received wrong product
- Product arrived damaged or defective
**Response Time:** We will reply within **24–48 business hours** with:
- **RMA Number** (Return Merchandise Authorization)
- **Return shipping address** (may vary depending on fulfillment partner location)
- **Instructions** for packaging and labeling the return
### Step 2: Package the Return
- Place the product in its **original packaging** (if available)
- Add **padding** (bubble wrap, packing peanuts, crumpled paper) to prevent damage during return transit
- Include a **printed copy** of your RMA confirmation email (or write the RMA number on a piece of paper)
- **DO NOT** include non-returnable items (opened products, sale items, gift cards)
**Packaging Tips:**
- Use a sturdy box (not a padded envelope for glass bottles)
- Seal the box with strong packing tape
- Write your **RMA number** on the outside of the box
- Take a photo of the packaged return (in case of shipping disputes)
### Step 3: Ship the Return
- You are responsible for **all return shipping costs** (we do not provide prepaid labels)
- Use a **trackable shipping method** (USPS, UPS, FedEx with tracking number)
- **Insure the package** for the full value (optional but recommended for high-value orders)
- Keep your tracking number and shipping receipt
**Recommended Carriers:**
- **USPS Priority Mail** (affordable, 2–3 day delivery, includes $50 insurance)
- **UPS Ground** (reliable, trackable, insurance available)
- **FedEx Ground** (fast, secure, insurance available)
**DO NOT use:**
- **First-Class Mail** (no insurance, easily lost)
- **Media Mail** (only for books/DVDs, illegal for other items)
- **International carriers** (if returning from U.S. address)
### Step 4: Notify Us of Return Shipment
Once you ship the return:
- Email **info@madeviacare.com** with:
- **RMA Number**
- **Tracking Number**
- **Carrier Name** (USPS, UPS, FedEx)
- **Date Shipped**
**Why this matters:**
- We can monitor the return in transit and prepare for inspection
- Prevents delays in refund processing
- Allows us to track lost or delayed returns
### Step 5: Return Inspection
Once we receive your return:
1. **Inspection (1–3 business days):**
- We verify the product matches your order
- We confirm the safety seal is intact and unbroken
- We check for damage or signs of use
2. **Approval or Denial:**
- **Approved:** Refund issued within **5–10 business days** (see Section 6)
- **Denied:** Email notification with photo evidence and reason for denial
**Common Denial Reasons:**
- Broken or missing safety seal
- Product shows signs of use (residue, low fill level, tampering)
- Item not received within **30 days** of RMA issuance (considered abandoned)
- Wrong product returned (fraud/error)
---
## 5. REFUND AMOUNTS & DEDUCTIONS
### What You'll Receive
**Approved refunds include:**
- **Product price** (the amount paid for the item, excluding taxes and fees)
**Non-refundable fees (deducted from refund):**
- **Original shipping costs** ($6.95 if you received free shipping; otherwise, the actual shipping fee charged)
- **Return shipping costs** (you paid these directly to the carrier, so not applicable here)
- **15% Restocking Fee** (if applicable – see below)
### Restocking Fee Policy
A **15% restocking fee** will be deducted from your refund if you return products for the following reasons:
**Discretionary Returns (15% Fee Applies):**
- "I changed my mind"
- "I no longer need this product"
- "The scent isn't what I expected" (personal preference)
- "I ordered the wrong product" (customer error)
- "I found a better price elsewhere"
- "I received it as a gift and don't want it"
**No Restocking Fee (Full Refund):**
- **We shipped the wrong product** (fulfillment error)
- **Product arrived damaged or defective** (manufacturing defect, broken glass, leaking)
- **Product quality does not match description** (e.g., expired, contaminated, mislabeled, incorrect concentration)
### Refund Calculation Examples
**Example 1: Changed Mind Return**
- Product price: $25.00
- Original shipping: $0.00 (free shipping promotion)
- Restocking fee: $3.75 (15% of $25.00)
- Shipping deduction: $6.95 (free shipping cost recovery)
- **Refund amount: $14.30**
**Example 2: Damaged Product Return**
- Product price: $40.00
- Original shipping: $8.95 (paid shipping)
- Restocking fee: $0.00 (no fee for damaged items)
- Shipping deduction: $0.00 (refunded for damage claims)
- **Refund amount: $48.95** (full product price + shipping)
**Example 3: Wrong Product Ordered by Customer**
- Product price: $18.00
- Original shipping: $0.00 (free shipping)
- Restocking fee: $2.70 (15% of $18.00)
- Shipping deduction: $6.95 (free shipping cost recovery)
- **Refund amount: $8.35**
**Example 4: Multiple Items, Partial Return**
- Order total: $60.00 (3 items × $20.00 each)
- Returning: 2 items ($40.00)
- Restocking fee: $6.00 (15% of $40.00)
- Shipping deduction: $6.95 (prorated for partial return)
- **Refund amount: $27.05**
---
## 6. REFUND PROCESSING TIMELINE
### After Return Approval
Once your return is **inspected and approved**:
**1. Refund Initiated (Same Business Day)**
- We process the refund through our payment processor (Stripe or PayPal)
- You will receive a **Refund Confirmation Email** with:
- Refund amount
- Payment method (original card or PayPal account)
- Estimated timeline for funds to appear
**2. Payment Processor Processing (1–3 Business Days)**
- Stripe or PayPal transmits the refund to your bank or card issuer
- This step is automatic and cannot be expedited
**3. Bank Processing (3–7 Business Days)**
- Your bank or credit card company posts the refund to your account
- Timing varies by institution (some banks process refunds faster than others)
**Total Refund Timeline: 5–10 Business Days** (from return approval to funds in your account)
### Refund Method
**Refunds are issued to the original payment method:**
- **Credit/Debit Card:** Appears as a credit on your statement (may show as "MADEVIA REFUND" or "STRIPE*MADEVIA")
- **PayPal:** Deposited into your PayPal balance or linked bank account
- **Digital Wallets (Apple Pay, Google Pay):** Refunded to the linked card
**We do NOT offer:**
- Cash refunds
- Checks or money orders
- Bank wire transfers
- Store credit (unless explicitly requested)
### Transaction Fees (Important Note)
Depending on your **payment provider** and **card issuer**, the following fees from your original purchase may be **non-refundable**:
- **Currency conversion fees** (if applicable)
- **International transaction fees** (if you used a foreign card)
- **Cash advance fees** (if you accidentally used a cash advance feature)
**Example:**
- You paid $50.00 with an international credit card
- Your bank charged a 3% foreign transaction fee ($1.50)
- You return the product and receive a $45.00 refund (after restocking fee)
- **Your bank will NOT refund the $1.50 foreign transaction fee**
**This is beyond our control** — contact your bank or card issuer for their refund policies.
---
## 7. DAMAGED OR DEFECTIVE ITEMS
If your product arrives **damaged, defective, or not as described**, you are entitled to a **free replacement or full refund** (including original shipping costs).
### Eligibility Criteria
To qualify for a damage/defect claim, you must:
1. **Contact us within 72 hours of delivery** at **info@madeviacare.com**
2. **Provide clear photo evidence** showing:
- The damaged product (broken glass, leaking bottle, contaminated contents)
- The original packaging (box, bubble wrap, shipping label visible)
- Any visible external shipping damage (crushed box, torn packaging, carrier mishandling)
**Why 72 Hours?**
- Allows us to file claims with carriers while shipping records are still active
- Prevents false claims weeks or months after delivery
- Standard timeline for carrier damage investigations (USPS, UPS, FedEx all require 48–72 hour reporting)
### Types of Damage Covered
**Manufacturing Defects:**
- Broken seals (from factory, not customer tampering)
- Leaking bottles (due to improper capping, cracked glass from production)
- Contaminated or discolored oil (mold, sediment, foreign particles)
- Incorrect labeling (wrong product name, wrong concentration, missing warnings)
**Shipping Damage:**
- Broken glass bottles (cracked, shattered, or chipped)
- Crushed or punctured outer boxes causing product damage
- Leaking bottles due to rough carrier handling
- Missing items from the order (carrier theft or loss)
**Quality Issues:**
- Product expired before delivery date (check batch number or expiration label)
- Product does not match description (e.g., "100% pure" but contains fillers, "organic" but not certified)
- Rancid or off-smelling oil (oxidation, improper storage at fulfillment center)
### Damage Claim Process
**Step 1: Contact Us Immediately**
Email **info@madeviacare.com** with:
- **Subject Line:** "Damaged Item – Order #[Your Order Number]"
- **Order Number**
- **Damaged Item(s)** (product name, SKU, quantity)
- **Description of Damage** (brief explanation)
**Step 2: Provide Photo Evidence**
Attach **at least 3 photos** showing:
1. **Close-up of damaged product** (broken glass, leaked contents, defect visible)
2. **Original outer packaging** (box, shipping label, bubble wrap intact)
3. **Wide-angle shot** (entire package showing context of damage)
**Good Photo Tips:**
- Use good lighting (natural light or bright indoor lighting)
- Photos should be in focus (not blurry)
- Include the shipping label in at least one photo (proves package authenticity)
- Show the product from multiple angles
**Bad Photos (Will Delay Claim):**
- Blurry or dark images
- Photos showing only the product, not the packaging (we can't verify shipping damage)
- Photos taken weeks after delivery (impossible to verify cause)
**Step 3: We Investigate & Respond**
- **Approved Claims (90% of cases):**
- **Option 1:** Free replacement shipped within **1–2 business days** (no cost to you, includes free expedited shipping)
- **Option 2:** Full refund issued within **2–3 business days** (includes product price + original shipping costs)
- **Denied Claims (10% of cases):**
- We provide an explanation with photo evidence review
- Common denial reasons: Damage caused by customer (dropped bottle), late reporting (beyond 72 hours), insufficient photo evidence
**Step 4: Disposal of Damaged Items**
- **You do NOT need to return damaged items** (dangerous to ship broken glass or leaked liquids)
- Dispose of damaged products safely:
- Broken glass: Wrap in newspaper, place in a cardboard box, label "broken glass," discard in trash
- Leaked oil: Absorb with paper towels, dispose in sealed plastic bag
- Contaminated oil: Pour into a sealed container, take to hazardous waste disposal (if required by your city)
---
## 8. WRONG ITEM RECEIVED
If we shipped the **wrong product** (fulfillment error), we will:
- Provide a **free replacement** of the correct item (no cost to you)
- Issue a **full refund** (if you no longer want the correct product)
- Provide a **prepaid return label** to send back the wrong item (optional – not required)
**Important:** You must report wrong item errors within **7 days of delivery**.
### How to Report Wrong Item
Email **info@madeviacare.com** with:
- **Subject Line:** "Wrong Item Received – Order #[Your Order Number]"
- **Order Number**
- **Items Ordered** (what you expected to receive)
- **Items Received** (what actually arrived)
- **Photo of Product Label** (to verify SKU and product name)
**Response Time:** We respond within **12–24 hours** and ship the correct item (or process refund) immediately.
---
## 9. MEDICAL DISCLAIMER FOR RETURNS
We do **not accept returns** based on claims of:
- **"Lack of therapeutic effect"** (e.g., "It didn't cure my headache," "It didn't help me sleep")
- **"Didn't work as expected"** (e.g., "I thought it would reduce inflammation")
- **"No health benefits"** (e.g., "I expected it to improve my skin, but it didn't")
### Why?
**Our products are sold for aromatic, cosmetic, and home fragrance use only.**
- They are **not medicines** or **medical devices**
- They are **not FDA-approved treatments** for any disease or condition
- We make **no therapeutic claims** on product pages or marketing materials
**If you purchased a product expecting medical benefits:**
- That expectation was **not created by Madevia** (we clearly state products are not medicines)
- We are **not liable** for unmet expectations related to health outcomes
- You may still return the product under our **14-day return policy** (subject to restocking fee), but we will not accept "lack of therapeutic effect" as a reason for waiving fees or providing special accommodations
---
## 10. SCENT PREFERENCE RETURNS
If you return a product because you **don't like the scent**, the following applies:
### Scent Is Subjective
- Fragrance perception varies by individual (genetics, olfactory sensitivity, personal associations)
- Product descriptions (e.g., "fresh, citrusy, floral") are **approximate** and may not match your interpretation
- We provide **botanical names** and **origin information** to help you research scents before purchasing
### Restocking Fee Applies
- If you return a product due to scent preference, a **15% restocking fee** applies
- Original shipping costs are **non-refundable**
### Scent Sampling Recommendation
We recommend:
- **Research scents** before purchasing (read reviews, watch YouTube videos, smell similar oils at local stores)
- **Start with small sizes** (1 oz or 2 oz bottles) to test before committing to larger bottles
- **Join our email list** for occasional free sample promotions (when available)
---
## 11. ABANDONED RETURNS & RESTOCKING
If you request a return but **do not ship the item back within 30 days** of receiving your RMA:
- Your return request is considered **abandoned**
- Your RMA number expires and becomes invalid
- **No refund will be issued**
**If you need an extension:**
- Contact us at **info@madeviacare.com** before the 30-day deadline
- Provide a reason for the delay (we may grant a 14-day extension on a case-by-case basis)
---
## 12. FRAUDULENT RETURNS & CHARGEBACKS
### Fraudulent Return Behavior
We reserve the right to **refuse returns** and **ban customers** who engage in:
- **Product swapping** (buying expensive oil, replacing with cheap oil, returning for refund)
- **Serial returning** (returning 50%+ of orders repeatedly)
- **Chargeback abuse** (filing chargebacks instead of following return process)
- **Broken seal fraud** (claiming product arrived with broken seal, but photo evidence shows customer tampering)
**Consequences:**
- Permanent ban from future purchases
- Report to fraud prevention databases (ReturnLogic, Signifyd)
- Legal action (if losses exceed $500)
### Chargeback vs. Return
**IMPORTANT: Always contact us before filing a chargeback.**
**If you file a chargeback instead of following our return process:**
- We will provide evidence to your bank (order confirmation, tracking, photos, correspondence)
- Your chargeback may be denied, and you'll still owe the original charge
- If we win the chargeback dispute, you may be responsible for **chargeback fees** ($15–$25)
- Your account and email will be **permanently banned** from future purchases
**When to file a chargeback (legitimate reasons):**
- You never received your order, and we refuse to investigate or refund
- You were charged an incorrect amount, and we refuse to correct it
- You suspect **unauthorized use** of your payment method (fraud or identity theft)
---
## 13. INTERNATIONAL RETURNS (N/A)
**Madevia ships exclusively within the United States.**
We do **not** accept returns from international addresses (even if the product was initially shipped to a U.S. address and then forwarded internationally).
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## 14. POLICY UPDATES
We reserve the right to update this Returns & Refund Policy at any time to reflect:
- Changes in business operations or fulfillment partnerships
- New legal requirements or consumer protection regulations
- Improvements to customer service processes
**Notification of Changes:**
- **Material changes** (e.g., return window reduced from 14 days to 7 days): Posted on the Site with **30 days' advance notice**
- **Minor updates** (e.g., contact information, clarifications): Posted immediately with updated "Effective Date"
**Your Continued Use:** By placing an order after changes take effect, you accept the updated policy.
---
## 15. CONTACT INFORMATION
**MADEVIA LTD**
Company No: 15392817 (England & Wales)
Registered Office: 68 Chestnut Ave, London E7 0JJ, United Kingdom
**Customer Support:**
Email: **info@madeviacare.com**
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM EST
**For Return Requests:**
Subject Line: "Return Request – Order #[Your Order Number]"
**For Damage Claims:**
Subject Line: "Damaged Item – Order #[Your Order Number]"
**For Wrong Item Reports:**
Subject Line: "Wrong Item Received – Order #[Your Order Number]"
**Average Response Time:**
- Return requests: 24–48 hours
- Damage claims: 12–24 hours (priority handling)
- General inquiries: 24–48 hours
---
**Last Updated:** February 2026
**Effective Date:** Applies to all orders placed from this date forward.
For questions or concerns, contact **info@madeviacare.com**.
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*Thank you for choosing Madevia. We are committed to providing high-quality products and fair, transparent return policies.*
